End-users can't track their requests online Follow

Issue Symptoms

  • {{ticket.link}} placeholder gives empty value
  • End-users do not receive a welcome email
  • End-users get an error message when an agent shares the link of their ticket with them


End-users do not have access to the agent interface. To allow them to track their requests online, it is necessary to create and publish a Help Center.


  1. Sign in to Zendesk Support as an administrator.
  2. Click the app tray in the top bar, then select Help Center.
  3. In the dialog box that appears, click Enable Help Center.
  4. Customise and prepare the Help Center for release (optional).
  5. Activate the Help Center: In the Help Center, click General in the top menu bar, then select Help Center settings and in the Activate Help Center box, select the Activate.
Note: Once the Help Center is activated and published, end-users will have access to the Knowledge Base. See Getting started with Help Center for details. 
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